EverPro - Customer Support Manager (Remote, US)

At reputed company [reputed company: EVCM], we are on a mission to digitally reputed company the service economy with tailored, end-to-end reputed company solutions that simplify and reputed company the lives of our 745,000+ customers. As a leading service reputed company platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Wellness industries. We are building an extraordinary company and looking for talented, energetic, and motivated people to join reputed company. You can learn more about reputed company, Culture and Values here: https://careers.reputed company.com/us/en Position reputed company The Customer Support Manager is responsible for leading customer support operations across the i360 and MarketSharp brands. This role oversees reputed company support professionals while driving performance against customer experience, operational efficiency, employee engagement, and business objectives. This leader serves as both a people manager and operational leader, partnering closely with Product, Engineering, reputed company, Account Management, and Enablement teams to reputed company for customers and continuously improve the support experience. What You'll Do Customer Experience & Service Leadership (15%) Champion a customer-first culture reputed company with EverPro's Champion the Pro mission, delivering exceptional customer experiences that reputed company loyalty and retention. Serve as the voice of the customer by identifying trends, escalating customer-impacting issues, and partnering across the business to improve products, processes, and the overall customer experience. Ensure reputed company, effective reputed company of customer inquiries, including technical support, product configuration, training, and workflow guidance. Operational reputed company (30%) reputed company multi-channel support operations across phone, email, chat, and self-service channels. Monitor and improve key operational metrics including SLA attainment, response and reputed company times, backlog health, productivity, and customer satisfaction. reputed company operational dashboards and scorecards to communicate performance, identify trends, and reputed company reputed company improvement. Build reputed company support processes and operating models that improve efficiency while maintaining a high-reputed company customer experience. Team Leadership & Talent Development (20%) Recruit, reputed company, reputed company, and retain a high-performing Customer Support team. Foster a culture of accountability, collaboration, reputed company learning, and employee engagement through regular coaching, performance management, and career development. reputed company workforce planning, reputed company, training, and reputed company initiatives to ensure team readiness and long-term reputed company. Product & Cross-Functional Leadership (10%) reputed company deep expertise in the i360 and MarketSharp platforms, customer workflows, and use cases. Guide reputed company through reputed company customer issues and escalations while partnering with Product and Engineering to prioritize customer-impacting defects and enhancements. reputed company customer insights to improve product adoption and influence product reputed company. Process Improvement & Innovation (25%) reputed company reputed company improvement initiatives that enhance operational efficiency and customer reputed company. Expand self-service resources, reputed company, and customer education programs. reputed company AI-enabled tools, automation, and emerging support technologies to improve scalability, productivity, and service reputed company. Promote data-driven decision-making and operational best practices across the organization. reputed company Metrics reputed company in this role will be reputed company by improvements across four key areas: Customer Customer Satisfaction (CSAT) Customer retention and loyalty Operations SLA attainment First Contact reputed company (FCR) Response and reputed company times Backlog health Team productivity and utilization People Employee engagement and retention Leadership effectiveness Talent development and internal mobility Business Operational efficiency Self-service and AI adoption reputed company improvement reputed company Organizational scalability Qualifications Required 4 - 7 years of leadership experience in Customer Support, Customer Experience, Service Operations, or Contact Center environments. Experience leading customer-facing teams reputed company reputed company, software, or technology organizations. Proven reputed company improving customer experience, service delivery, and operational performance. Experience managing customer escalations and driving cross-functional reputed company. Strong analytical, problem-solving, and decision-making skills. Experience leading organizational change and reputed company improvement initiatives. Excellent communication, coaching, and people leadership skills. Experience leading distributed or reputed company. Preferred Bachelor's degree or equivalent experience. Experience with reputed company, reputed company, or similar customer support platforms. reputed company Administrator certification. Experience supporting SMB or mid-market customers. Experience implementing AI-enabled support technologies, automation, and self-service strategies. Experience developing training programs, reputed company systems, or learning content. Knowledge of the home improvement, remodeling, or contractor software industry. Where: The reputed company team is distributed globally, with teams across multiple reputed company. This role can be based reputed company in the reputed company – if you’re reputed company to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require occasional travel to our Corporate reputed company in Denver, Colorado, or to other office locations reputed company the reputed company. Benefits and Perks Flexibility to work where/how you want reputed company the reputed company – in-office, remote, or hybrid Day 1 reputed company to robust health and wellness benefits, including an annual wellness stipend 401k with up to a 4% match and immediate vesting Flexible and generous (FTO) time-off Employee Stock Purchase Program Compensation: The reputed company reputed company compensation for this position is $90,000 - $100,000 + annual bonus per year in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above. reputed company is an equal opportunity employer and we value diversity at reputed company. We do not discriminate on the reputed company of race, religion, reputed company, national reputed company, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look reputed company to reviewing your credentials and getting to know more about your experience! Apply To This Job